"Some people think only intellect counts: knowing how to solve problems, knowing how to get by, knowing how to identify an advantage and seize it. But the functions of intellect are insufficient without courage, love, friendship, compassion and empathy."
I read an interesting post yesterday at Regina Miller's blog - HR's Brand New Experience. She wrote about a recent Sunday NY Times' job posting where applicants were instructed to "apply with a resume and cover letter including GPA and standardized test scores."
That's great! So long as their job has nothing to do with customers. Why? Well let's just say that I have my own mantra when it comes to marketing and selling in a world polluted by too many products, messages, and opinions. And it ain't "the smartest win!" It's empathize or die!
Customers today are like jittery and confused suicidal jumpers teetering on a rooftop ledge. Shout at them and they'll jump. Ignore them and they'll jump. Be a smug, wise ass and they'll jump. You must gently inhabit their minds by observing, listening, asking and imagining their desires, needs, and pains.
This ability to empathize with others is the key to developing that elusive, intuitive sense. The one that allows you to create products, services, and solutions which connect deeply with customers. So if I were interviewing job candidates, I would look for that one trait above all else.
I would ask myself: Will this candidate care for my customers and make them feel valued? Will she be curious about their fears and concerns? Will she be passionate in her role as a helper? Will she display the excitement and energy needed to breakthrough their sedated minds? Will she put them at ease by communicating in a caring, convincing way? Will she respect their need to speak and express themselves? Will she value their time, desires, opinions, and concerns?
I don't have a formula or precise calculus (like the SAT's) for deriving the answer to those questions. But I wouldn't hire anyone unless my gut was completely satisfied that they have the passion and humility needed to remain both resolute and flexible. Static and dynamic (there it is again).
Posted March 29, 2005
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Tom is timely, thought provoking and all about the new brand vision packaged as a Seinfeld stand up. I went to school on his ideas.
Jeff Taylor, Founder, Monster.com and CEO, Eons.
When Tom Asacker writes, I read. Opportunity Screams is the right message for the right time.
Tom Peters
Brilliant Tom - I love that!
In my opinion the only thing passing exams proves is you are good at passing exams!! - nothing else!
Having said that ..I was fortunate enough and very proud to get a few qualifications at school and an MA Management (Health Care) - so I guess I played ther game
BUT
Did it make be a better manager? ...MMMM not sure about that.
I have met many people with no qualifications who are awesomely talented.
I have met people with lots of qualifications who just cannot deliver.
Give me someone with passion over qualifications every time.
One of my favourite questions to job candidates today would be;
How do you make your customer feel the most special person in the world?
Keep rocking Tom
Posted by: Trevor | March 29, 2005 at 11:24 AM
Cool blog...
Posted by: Regina | March 29, 2005 at 09:07 PM
My best manager ever was a social worker. She had two outstanding traits: she listened and she was open to innovation.
She was never a cheerleader. She never tried to fire people up. She never presented grand visions.
But she didnt need to. She hired young passionate people, listened to them, and did everything she could to clear obstacles from their path.
And it worked tremendously well. In my three years at that (very small) agency, the budget, grant income, programs, clients served, etc. tripled (or more in some cases). The reputation for excellence grew just as quickly.
And best of all from my perspective... I had a great time, I did a kick-ass job of serving my clients, and I felt great about what I was doing.
I have no idea what she made on the SAT or GRE.
Posted by: AJ Hoge | March 31, 2005 at 07:59 AM